Guest Room Controller
About The Position
WE’RE CHANGING ENTERTAINMENT. COME JOIN US. We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities. Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment. Click HERE to discover how we empower team members to grow, thrive, and advance in their careers. WE LOVE OUR WORK. - Adheres to all departmental and property policies and procedures regarding guest service standards. - Pre-registers designated guests and prepares key packets. - Organizes and coordinates check-in/pre-registration procedures for arriving groups. Reviews/Tracks/Accommodates requests for room/check-out changes when possible; communicates status to appropriate staff. - Maintains knowledge of hotel occupancy status, special events, in-house groups, and other situations affecting the reception desk's daily operation. - Reviews out-of-order rooms daily. - Ensures rates match market codes and document exceptions; verifies and adjusts billing for guests. - Processes guest accounts upon check-out in an efficient and accurate manner. - Resolves service complaints according to established procedure. - Files guest paperwork or documentation; sets up/processes all guest check-ins/check-outs; performs duplicate reservation checks; blocks rooms. - Runs daily reports. - Maintains up-to-date knowledge of all property services and entertainment opportunities. - Performs all other related and compatible duties as assigned. - Maintains strict confidentiality in all company matters. BRING US YOUR BEST. - High School Diploma or equivalent required. - Prior hospitality or Front Desk experience preferred. - Strong computer skills with proficiency in Microsoft Office applications preferred. - Ability to maintain a high level of confidentiality and professionalism. - Must possess excellent customer service and interpersonal skills. - Must have good written and verbal communication skills; must be fluent and literate in English. - Must have basic math and money handling skills. - Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues. - Must have ability to work efficiently in a team-oriented environment. - Ability to meet deadlines and effectively manage multiple priorities in a demanding work environment. - Must be able to work a flexible schedule including nights, weekends, holidays, and fluctuating days off. STAY IN THE GAME. FOLLOW US. We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via theScore Bet Sportsbook and Casino®. Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet. We're changing entertainment. Follow us. Equal Opportunity Employer
Requirements
- High School Diploma or equivalent required.
- Ability to maintain a high level of confidentiality and professionalism.
- Must possess excellent customer service and interpersonal skills.
- Must have good written and verbal communication skills; must be fluent and literate in English.
- Must have basic math and money handling skills.
- Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.
- Must have ability to work efficiently in a team-oriented environment.
- Ability to meet deadlines and effectively manage multiple priorities in a demanding work environment.
- Must be able to work a flexible schedule including nights, weekends, holidays, and fluctuating days off.
Nice To Haves
- Prior hospitality or Front Desk experience preferred.
- Strong computer skills with proficiency in Microsoft Office applications preferred.
Responsibilities
- Adheres to all departmental and property policies and procedures regarding guest service standards.
- Pre-registers designated guests and prepares key packets.
- Organizes and coordinates check-in/pre-registration procedures for arriving groups.
- Reviews/Tracks/Accommodates requests for room/check-out changes when possible; communicates status to appropriate staff.
- Maintains knowledge of hotel occupancy status, special events, in-house groups, and other situations affecting the reception desk's daily operation.
- Reviews out-of-order rooms daily.
- Ensures rates match market codes and document exceptions; verifies and adjusts billing for guests.
- Processes guest accounts upon check-out in an efficient and accurate manner.
- Resolves service complaints according to established procedure.
- Files guest paperwork or documentation; sets up/processes all guest check-ins/check-outs; performs duplicate reservation checks; blocks rooms.
- Runs daily reports.
- Maintains up-to-date knowledge of all property services and entertainment opportunities.
- Performs all other related and compatible duties as assigned.
- Maintains strict confidentiality in all company matters.
Benefits
- wellness programs designed to support our team members' financial, physical, and mental well-being
- day-one medical coverage
- 401(k) matching
- annual performance bonus
- Paid time off is earned according to the local policy and increases with the length of employment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
